Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

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Position Overview:

As a member of the Global Travel Application Support (GTAS) in the Global Infrastructure and Support within the Product Engineering & Technology organization, this position is based in India and will be responsible for the technical application support on a 24x7 basis for enterprise scale applications for GBT Travel Counselor Servicing applications & Corporate applications.

This role provides a tremendous Opportunity to join and be a part of a fast paced, transformative, passionate, diverse and talented team which is focused on driving outstanding technology application support and stability for GBT Travel Counselor Servicing applications & Corporate applications.

This role will support clients in a global / international environment, therefore speaking the English language is required in this role.

What You’ll Do on a Typical Day :

• Provide 2nd level application support for GBT enterprise applications including Travel Counselor Servicing applications & Corporate applications.

• Act as Subject Matter Expert.

• Manage response/resolution/CSAT objectives for Incidents across the full range of supported services. This includes timely acknowledgement, prioritization, communication, escalation, analysis, review, and resolution.

• Join critical incident bridges and provide support and leadership to triage issues to deliver or drive resolution.

• Monitor ticket queues to ensure tickets to maintain optimum service threshold levels.

• Identifying and implementing best practices, improving the overall support strategy & model to drive operational flexibility & efficiency making it easier for end users and customers to get support.

• Participate in the various aspects of transformation & stability programs being driven by GTAS.

• Review issue trends, Drives problem management and associated resolutions delivery with product management teams.

• Ensures the creation and/or updates of L2 documentation (Knowledge Articles).

• Leads and fosters relationships with other GBT organizations on cross-functional basis to drive resolution ownership and strategy while delivering best in class support to GBT end users and customers.

• Ensure that operational impacting issues are communicated to the stakeholders in a timely, appropriate and professional manner.

• Drive and deliver efficient handover of new products or product enhancements from Projects to BAU status for application support.

• Collaboration across regions to provide a seamless global support

• Strong organizational and multi-tasking skills.

• Coordinate with colleagues in other regions to share market specific knowledge & collaborate and up skill colleagues as required e.g. New applications or existing applications change.

What We’re Looking For :

• Strong experience in the Travel Operations OR Travel Technology OR Travel Application Support, for a Global Corporate organization.

• Overall experience of 8 -9 years and relevant experience of at least 4 to 5 years.

• Solid knowledge in working with and supporting multiple GDS’s.

• Understanding and experience of Front end / mid and back office/ Sales and Corporate applications and processes will be a strong plus.

• Hands-on individual who is technically savvy & can work well with all levels and virtual teams, both internal & external.

• Global support experience with a high degree of personal accountability.

• Highly disciplined and good time management skills.

• Expert problem-solving skills with an eye for detail.

• Ability to cope with pressure, objectives and delivers results.

• Customer and client focused.

• Self-starter, quicker learner with ability and zeal to learn new skills and quickly adapt to changing environment & work with little guidance

• Experience in supporting CRM applications, email management applications, Complete robotics is a plus.

• ITIL certification will be a plus.

• Knowledge about Dot Net Framework, API’s & Web services technology, Windows O/S platforms and troubleshooting.

• Good understanding of networking to support troubleshooting Network and VPN connections for application related issues.

• Knowledge or experience in using a ticketing system like Fresh Service or Service Now is preferred.

• Strong MS Office skills (Outlook, Word, Excel) preferred.

Location

India - Virtual Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. You can connect with colleagues through our global Inclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.

We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult GBT Recruitment Privacy Statement (https://www.amexglobalbusinesstravel.com/gbt-recruitment-privacy-statement/) .

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!

Click Here to Learn More (https://www.amexglobalbusinesstravel.com/careers/)